The telecommunications sector in the UK is currently under scrutiny as Ofcom, the national regulator for the communications industries, investigates two major providers—BT and Three. The focus of this investigation stems from notable outages that have reportedly caused widespread disruption to mobile phone services across the country. This includes significant implications for emergency services, raising alarms over accountability and service reliability in times of need.
In June 2025, a remarkable number of Three customers reported being unable to make calls, an issue that persisted into July when BT and its subsidiary, EE, faced similar connectivity problems. Ofcom’s preliminary statements suggest it will assess whether these mobile network operators took adequate preventive measures to avert such failures, which are especially concerning given their implications for public safety. Although the problem was substantial enough to capture regulatory attention, details surrounding the extent and specific causes of the outages remain under investigation.
In response to the inquiry and the complaints from customers, Three has issued a public statement indicating its cooperation with Ofcom. Meanwhile, a spokesperson for BT Group extended apologies to affected customers and reassured the public that the company would fully engage with the investigation. The telecommunications landscape demands that providers act decisively to mitigate risks that can impact the availability and performance of their networks.
Ofcom has articulated clear expectations for all telecommunications firms, emphasizing their obligation to implement proactive measures that both identify potential risks and enhance the robustness of their network services. The regulator insists that providers must also take immediate action to address any compromises to service integrity and reliability. Telecoms analyst Paolo Pescatore highlighted that, in our increasingly connected lives, maintaining a robust network is paramount. He noted the inherent challenges associated with outages, recognizing that technology can fall short despite substantial efforts to prevent failures.
The backdrop of Ofcom’s current investigation is replete with past controversies involving BT and Three. For instance, a previous incident saw BT facing a £17.5 million penalty in July 2024 due to a catastrophic failure in its emergency call handling service, which resulted in thousands of 999 calls being failed to connect properly. Similarly, Three was ordered to pay £1.9 million in 2017 after it was identified that it could have prevented a service outage that greatly hindered customers’ ability to connect.
The recent outages have not only affected direct customers but have created cascading impacts in the telecommunications ecosystem, including issues for users on networks that utilize Three’s infrastructure, such as ID Mobile. As government officials stressed previously, communications providers bear statutory obligations to uphold the resilience and integrity of their networks.
In conclusion, the ongoing investigation epitomizes a vital moment for accountability in the telecommunication landscape. The failures observed by BT and Three might not only affect user trust but could impose regulatory changes in how telecom providers operate. While emergency services depend on these networks, the critical need for reliable communication systems that can withstand unexpected pressures and maintain operational efficiency remains a priority. With Ofcom closely monitoring the situation, consumers and industry stakeholders await the findings and subsequent actions that may ensue from this inquiry, hoping for contact stability in the future.
